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Senior Customer Success Specialist
3 months ago
Overview
As part of the Customer Success team at Free Market Health, the Senior Customer Success Specialist, will be responsible for providing advanced technical support and assistance to pharmacies within the Free Market Health network. This role involves troubleshooting complex issues, analyzing data, and collaborating with internal and external stakeholders to ensure optimal network performance and customer satisfaction. The Senior Specialist will also play a leadership role in mentoring junior team members and contributing to process improvements and system enhancements.
Specifics
The specific responsibilities for this role include, but are not limited to:
- Provide advanced technical support and troubleshooting assistance to pharmacies within the network, addressing complex issues related to pharmacy systems, software applications, and network connectivity.
- Act as a liaison between pharmacies and internal departments, representing the needs and concerns of pharmacy partners and advocating for their interests within the organization.
- Serve as a subject matter expert on pharmacy operations, policies, and procedures, providing guidance and assistance to internal and external stakeholders as needed.
- Analyze and prepare into presentation style reports of pharmacy performance data, including claims, referral activity, reimbursement rates, and performance metrics, to identify trends, patterns, and areas for improvement.
- Collaborate with pharmacy partners to collect and maintain accurate pharmacy specific information in the FMH applications.
- Lead or participate in cross-functional projects and initiatives aimed at improving pharmacy network operations, enhancing customer success, and driving operational efficiency.
- Stay current on industry trends, regulatory changes, and best practices related to pharmacy network management and technical support.
- Contribute to the development and implementation of policies, standards, and protocols to ensure consistency and quality in pharmacy network support services.
- This role could require occasional travel to pharmacy partner facilities but would be less than 5% of the time.
- Out of state employees will travel into HQ for meetings up to two times per year.
Qualifications
- Bachelors degree in Pharmacy, Healthcare Administration, Business Administration, or related field.
- Minimum of 3 years of experience in specialty pharmacy operations, or pharmacy technology support roles, with demonstrated proficiency in troubleshooting and resolving complex issues.
- Strong knowledge of pharmacy systems, software applications, and industry standards, with experience working with pharmacy benefit managers (PBMs) and specialty pharmacy software vendors.
- Excellent analytical and problem-solving skills, with the ability to analyze data, identify trends, and develop actionable insights to drive performance improvement.
- Proficiency in data analysis tools, database management systems, and reporting platforms, such as SQL, Excel, Tableau, or Power BI.
- Strong communication and interpersonal skills, with the ability to effectively communicate technical information to non-technical stakeholders and build positive relationships with pharmacy partners.
Benefits & Perks
- Comprehensive healthcare coverage, including medical, dental, vision
- Paid holidays and unlimited paid time off
- 401(k) savings plan with company match
- Remote and in-office flexibility
